Client Experience Manager

Location: Worcester, MA
Position Type: Full-Time
Salary Range:$60,000.00 to $65,000.00

Company Overview:

Established in 1895, Bay State Bank is an approximately $500MM, Massachusetts-based mutual Bank. As a Bank owned by a mutual holding company, the Bank is effectively governed by its depositors, and its mutual ownership structure allows it to focus on long-term and community impact rather than short-term profits. BSB has seven branch locations in central Massachusetts. BSB is the only remaining Bank originally headquartered in Worcester, Massachusetts, the second largest city in New England. BSB is a value-driven organization committed to international actions and investments that position the Bank as the community’s preferred choice for Banking.

Position Description:

Provides leadership, motivation, coaching, training, and assessment to ensure optimum team and individual performance in support of the branch’s goals and objectives. Ensure the overall success of operational efficiency, deposit/loan and fee income growth, service quality, budget achievement, and product selection to ensure customer growth and retention, working closely with the Banking Center Officer. Ensures compliance with all banking laws, rules, regulations, and prescribed polices/practices/procedures necessary to reduce risk and uphold ethical standards. Supports the Bank’s mission, culture, and values.

Key Responsibilities:

• Ensure branch sales and referral goals are met, including loan & deposit growth, referrals to business partners, budget targets, operations, compliance, and service standards through effective leadership, initiatives, and coaching of staff regularly.
• Meets or exceeds all individually assigned goals, including loan & deposit growth, referrals to business partners, budget targets, operations, compliance, and service standards.
• Expand wallet share by cross-selling additional products and services to meet the needs of the customers and prospects to foster profitable and valued relationships.
• Provides a positive role model for staff by demonstrating strong ownership and urgency of day-to-day duties and goals.
• Ensures staff are updated with product, policy, and/or procedure changes for all systems and service standards.
• Responsible for cash supply within all established limits and securing it properly.
• Responsible for the day-to-day branch operations, including opening/ closing the branch and making necessary decisions to ensure day-to-day operations are being managed appropriately, and with the customer needs always being met or exceeded.
• Is responsible for ensuring standards are met for the overall service level of the branch, including customer interactions both in person and via telephone, as well as inter-departmental relations.
• Responsible for the hiring and development of staff, including coaching, training, performance evaluations, corrective action, and successful scheduling to ensure proper coverage. This may, at times, require additional hours worked, an uncertain schedule day-to-day, and flexibility to work on days not typically scheduled.
• Completes required online compliance and security training and ensures all employees complete their assigned training as well. Report discrepancies to senior management.
• Ensure all monthly audits and compliance items are performed and submitted on time.
• Maintains and expects a professional image for all branch staff.
• Establishes priorities for assignments and meets all deadlines with limited supervision.
• Develops a team spirit among subordinates and peer group by leading by example, demonstrating a positive demeanor even when stressful situations arise.
• Ensures standards are met for professional presentation of the office, and all marketing materials are current and compliant.
• Support Bank initiatives within the community to promote the Bank’s image and growth, ensuring that Bay State Bank maintains a strong local presence.
• Responsible for ensuring daily operational reports are completed within the established time.

Qualification, Education, and Experience       

• Excellent leadership skills.
• A high degree of interpersonal skills is necessary to effectively sell the bank’s products and services.
• Able to use considerable discretion, resourcefulness, and persuasiveness to achieve the desired objectives and results.
• Proven track record to influence the behavior of subordinates, customers, and the public to maintain good relationships.
• Strong knowledge of other bank services to refer customers and prospects to these business channels.
• Maintain knowledge of economic conditions, compliance issues and factors to be able to appropriately sell products and services to customers and/or prospects.
• Demonstrates current knowledge regarding compliance with various financial institution regulations and other job essentials.
• High School diploma or equivalent required with a minimum of 3 years’ branch banking experience.
• Must be registered in good standing as an MLO with the NMLS.
• Bachelor’s degree preferred.
• 3 years or more of previous retail/sales management experience.
• 3 years or more of management and supervisory experience with progressively increasing responsibility.
• Strong interpersonal skills, problem-solving ability, and accuracy.
• Strong written and verbal communication skills.
• Strong computer skills, knowledge of Microsoft Word and Excel.
• Demonstrated ability to meet/exceed sales goals.
• Ability to work in a fast-pace,d diversified environment.
• Outstanding sales and service orientation.